Troubleshooting
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      Troubleshooting Guide

      This article provides an overview of how to troubleshoot the SuiteFiles apps and provides steps to resolve common issues with our XPM and WFM integrations

      Please note: We update the SuiteFiles Status Page if there is a current known issue affecting multiple SuiteFiles customers. Please check this page first if your whole team is having issues accessing your SuiteFiles site, a particular feature, or any of our apps and integrations. 

      Otherwise, please check the links below to be taken to the relevant troubleshooting article for the issue that you're experiencing. 

      SuiteFiles Web App

      The SuiteFiles Web App is the main application you will be using to view your files and folders. If you experience an issue, you will want to try the steps below:  

      Issue Resolution
      I can't log into the Web App - I only see a spinning circle  Check if third-party cookies are blocked
      Files or Email Templates are not populating Refresh your Clients list in SuiteFiles
      "Object reference not set to an instance of an object" message when creating a new folder Contact our support team at support@suitefiles.com or here

      Xero Practice Manager & WorkflowMax integrations

      The integration between SuiteFiles & XPM/WFM are powered both by our standard integration and our Chrome extension. Refer to the table below to find out which troubleshooting step will resolve your issue: 

      Issue Resolution
      "No client with this name in SuiteFiles" message in Xero Practice Manager (XPM) Logging out and logging into the SuiteFiles Chrome Extension
      Can't see Folder templates when creating a client in Xero Practice Manager (XPM) Logging out and logging into the SuiteFiles Chrome Extension
      No XPM icons next to my Client folders in SuiteFiles Web App

      Why are my Xero Practice Manager icons not appearing in the Web App?
      Files or Email Templates are not populating Refresh your Clients list in SuiteFiles

      If the above does not fix your issue, we recommend that your SuiteFiles Administrator reconnects your XPM / WFM integration following these steps. 

      SuiteFiles Outlook add-in

      If you are experiencing any issues with the SuiteFiles Outlook add-in, try the following:

      SuiteFiles Drive

      If you are experiencing any issues with the SuiteDrive, try the following

      1. Logging out and into the SuiteFiles Drive
      2. Changing port number

      Need more help?

      We'll continue to add troubleshooting steps to this article. In the meantime, if the issue you are experiencing is not listed above, or the troubleshooting steps provided have not resolved your issue, please contact us via email at support@suitefiles.com.

      Please provide us with as much information as possible so that we can prioritise and isolate the issue as quickly as possible.  

      • Which app or integration is affected? (SuiteFiles Web App, SuiteFiles Outlook add-in, SuiteFiles Drive, XPM or WFM integration etc)
      • How many of your team are impacted by this issue?
      • When did you notice that the issue start happening?
      • Confirm which troubleshooting steps you have followed
      • Please provide a screenshot of the issue and/or detailed replication steps.